Marketplace Refund and Cancellation Policy

This policy applies to orders placed through the Marketplace. It does not apply to your Propvora subscription, which is covered by the Cancellation and Refund Policy.

The cancellation and refund terms for an order depend on the jurisdiction, whether the buyer is a consumer or a business, the type of work and whether the work has started. They are shown at checkout before you pay and recorded with the order. We never say that refunds are unavailable in all circumstances.

If you are a consumer you may have a statutory right to cancel certain contracts within 14 days. If you ask for services to begin during that period and then cancel, you may have to pay a proportionate amount for what has been supplied. Your right to a repeat performance or price reduction for services not provided with reasonable care and skill is not affected. Nothing in this document limits or excludes any right you have under mandatory law that cannot lawfully be limited or excluded, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where they apply to you.

Business and organisation buyers have the cancellation rights stated in the order and the Business and Organisation Terms, together with any rights that the law gives them.

If an order is cancelled before work starts, the Protected Payment is refunded in full unless the order states a lawful cancellation charge, which will have been shown before you paid.

If an order is cancelled after work has started, the Provider is entitled to a fair amount for work done and agreed costs incurred, and the balance is refunded. Where the parties cannot agree, either may raise an issue under the Marketplace Dispute Resolution Policy.

Only funded milestones are Protected Payments. Cancelling a project affects the current milestone and later unfunded milestones as set out in the order.

The order states how platform fees are treated on a full or partial refund: all platform fees refunded, a fixed component kept, or fees reduced pro rata. Any policy other than these is applied only if it has been approved and shown to you before you ordered.

Refunds are issued through Stripe to the original payment method. Timing depends on Stripe and your bank or card issuer. We will tell you when a refund has been issued and its status. Where a Provider's earnings have already been released, we may recover the refunded amount from the Provider as the Provider Terms allow.

Stays bookings follow the cancellation policy chosen by the host and shown before booking, together with your statutory rights.